Drive operational efficiency through the implementation of Standard Operating Procedures and Key Performance Indicators. Collaborate in the development of IT policies and design and implement training programs for effective onboarding of new employees. Manage a staff of 11. • Collaborated on the creation of Corporate IT Policies allowing the company to meet state regulation requirements. • Created and launched an IT Onboarding Training in collaboration with HR, reducing Day 1 tickets by 20%. • Implemented asset and lifecycle management practices to increase oversight of inventory levels, improve accuracy of assignments and establish a cadence for replacement.• Established intake process for Corporate Engineering to groom and plan projects. This increased productivity by 25% and enabled us to get ahead of new tool requests and integrations

Conducted thoughtful research and development projects to enhance Vendr’s product offerings to customers. Offered an analysis of customer’s software stacks to identify gaps within their IT, Compliance and Security tools. • Drove R&D projects focused on interviewing customers to understand what would make searching for or purchasing software easier.• Worked with the Product team on thought leadership projects to improve Vendr’s product offerings.• Subject Matter Expert providing insight and guidance to customers on purchasing tools within the IT, Compliance and Security space.

Governed development, delivery and quality of global internal IT services. Worked with business stakeholders to identify areas to collaborate and build efficiencies within the business. Directly managed 4 Senior Managers and Managers – total staff of 50. • Oversaw $60M annual IT budget, consistently saving 10-15% YoY through contract re-negotiations and vendor re-assessments. • Drove due diligence and IT systems integration for several mergers and acquisitions resulting in no down time for the users transitioning. • Mentored both direct and indirect reports allowing for all of direct reports to be promoted to senior management positions and their reports to promotions at the senior individual contributor or manager levels. • Collaborated with other business stakeholders on the development of a comprehensive vendor management process. Reduced the time to review and onboarded new vendors from 6 months to 2 months or less.

Oversaw IT systems growth and expansion during several mergers and acquisitions. Focused on building internal teams through training and mentorship. • Spearheaded transition of all IT systems during the merger and acquisition of SBTech, allowing the company to go public. All new employees were successfully moved over to new email and laptops within the first week of transition.• Managed all office physical security. Developed monitoring procedures with offsite Security Monitoring Center, including testing SOPs for different alarm responses. • Collaborated with HR to implement a new ticketing on/off-boarding strategy to improve communication between IT and HR, resulting in improved turnaround time on new hire requests and termination processes. • Coordinated with Events team for all in-office and offsite events for the company. Allowed the company to provide a seamless A/V experience for internal and external attendees. • Oversaw the rollout of Zscaler (ZTNA) removing the need for VPN – reducing the overall ticket count by 5%.

Drove all security, Corporate IT and technical operations projects under the CISOs program. Coordinated all IT aspects of office build outs and moves.• Drove a comprehensive IT program that included projects from Corporate IT, Technical Operations and Security Operations teams - completing 90% of projects on time. • Oversaw new office build through the complete build out process resulting in 100% completion on Opening Day. • Implemented agile methodologies and the use of sprints to establish best practices and increase the overall velocity of each of the teams under my portfolio.• Assisted Security Operations in the implementation of a Risk Matrix - this assisted in prioritizing the work and helped to reduce the company risk rating as a business.

Built a comprehensive Help Desk team that followed ITIL principles - improving customer satisfaction and increasing operational efficiencies. Drove inventory standards through an established procurement team.• Created dashboards to track ticket closure, time to respond and ticket volume. Allowed the company to pull reports and improve customer service through data. • Implemented Customer satisfaction survey to track CSAT, increasing overall CSAT to 95% by the second year. • Standardized all computer types to decrease spend on needing different accessories and time to support, while increasing productivity. • Rolled out Zoom Rooms for all office locations, reducing video conferencing tickets by 50%.

Member of the VIP support team that worked to implement, maintain and support all senior members of the faculty and staff on campus including the President of the University. Maintained the Apple hardware parts and ensuring that the University was processing repairs appropriately and returning defective hardware in a timely manner to keep the Apple relationship in a good standing.

Provided face to face technical support with customers about their devices and backup solutionsWorked with the inventory team to ensure accuracy with parts through working with SAP and doing part counts twice a day. Assisted the Visuals team on overnights to get ready for new product launches by turning over the store to showcase the latest Apple products. Communicated efficiently and effectively with a team of 50+ people Completed timely repairs to computers and iPhones.

Provided technical support for iPads, iPods, and iPhones.Certified to repair iPods, iPhones and iPads. Managed queues for technical support by making sure technicians stay on time and provide timely support to our customers. Facilitated lessons and workshops which covered how to use the products and software.

Assisted customers in finding the right solutions for all of their needs. Helped customers get oriented with their new products after purchasing them